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The art of framing good questions.www.younevercantell.co.uk
Human Resource and staff development literature pays much attentiontoACTIVE LISTENINGand rightly so. This prominence has been at acost to its partner:ACTIVE QUESTIONING,which has a somewhatlower profile. Both are needed in order to secure meaningfulconversations, whether they are in meetings, interviews, negotiations orsocial gatherings.Some background.
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We are conditioned into giving answers.From early days atschool, we are encouraged to give answers, but rarely how tophrase and ask questions. We find it difficult to escape from this.One is either intimidated by a large grouping or cannot think onthe feet. On a TV programme such as “Mastermind”, it is ofteneasier to rehearse an answer, rather than to create a well-considered and relevant question.
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“I couldn’t ask that.” “No, I never asked.”These signify either alack of confidence or not recognising the opportunity to ask.
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Good questions move a relationship on.“If you don’t ask, youwon’t get.”
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Good questions imply a curiosityas well as quality listening of theanswer received.
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A good question brings you closer to your listenerand gives younew information.
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Asking questions is like dancing. Do it wrong and tread on toes.Get it right and you move together easily.
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Key features of good questions.Preparation - helps everyone gaininsight into the situation - are not intrusive - show genuineinterest – and are more likely to secure a meaningful answer
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Things to avoid.Asking multiple questions – Going too fast – Nothought as to why the question is being asked – Not listening tothe answer.
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Good questions are linked togetherand there is a logical structureand sequence in their delivery. Unconnected questions, imply thatlittle listening has taken place and one is going through the ritualsof conversation.THINK! Why ask the question?Is the question social ice-breaking or a meaningful exchangeof information?What am I going to do with the answer?Types of question.
a)
Closed questions.Good for requesting specific information. Goodfor clarifying a situation or bringing things to an end. Can shutdown conversation. Gives a feeling of interrogation. Use wordssuch as: when, where, what, who? How much and how long?
b)
Open questions.What do you think? Why and how? Tell meabout. They invite longer answers leading to an exploration of thoughts, emotions and the expression of complex ideas. They canlead to long-winded answers! If you are getting nowhere on adate, it could be that you are not using open questions.
c)
Open and closed questions combined.When did the project start?What were the ideas behind it? Will it make the deadline? Why isX important? They can create more interesting conversations.
d)
Follow-up questions.These encourage someone to continuetalking eg “Could you give me more…” “Could you explainthat…?”
e)
Leading questions.At its worst “How often do you kick yourdog?” Can be useful in getting someone to focus on the answer.The pace of the conversation can be increased. The danger is thatthe answerer may not be thinking for himself and just offers theanswer you want. Lawyers in court are sometimes accused of using leading questions.
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Take-a-guess question.You are asking someone to speculate.“What do you think will happen?” The answer may be unreliable.
g)
Hypothetical question.Can aid creativity. “If you lost your jobtomorrow what would you do?”
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Either - or question.A bit like a closed question. Can encouragedecision-making. Can open up discussion of alternatives.
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Reflective questions.Used to check out what has been said. Usefulfor summing up. “Tell me if I have got this right…”
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Find the priority question.“Which area would you like to dealwith first?” Helps you to establish the other person’s goals. Canbe useful in a negotiation context.
k)
Work out the criteria question.Helps you to identify how aprogramme or plan will be implemented. It helps you to work outhow decisions will be taken. “What do you need to know to beable..?”Final hints!Sometimes conversations go nowhere. It could be that an inappropriatestyle of question is being used.Look upon the types of questions like golf clubs in the bag. Choose theclub depending on the lie of the ball and the shot to be played. You
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